By Sarah Price, Marketing Intern, ALICE
A hotel’s reputation and success is based on the guest experience and guest loyalty. In order to achieve this success, it all starts with hotel staff. Your guest’s experience is determined by the enthusiasm and passion your team puts forward to represent your hotel. Without smooth internal communication among your team, providing your guests with an exceptional stay is very challenging.
Without seamless communication, staff are missing important announcements, guest requests are getting lost or forgotten, and time is wasted trying to solve small problems. As a hotelier, the last thing you want is disorganized operations, this reflects you haven’t given your team enough tools for seamless communication. This miscommunication and confusion will quickly have an effect on your guest’s experience.
To avoid muddled communication, here are four best practices in employee communication to keep operations running smoothly while keeping your team connected and on the same page.
Be Available and Keep Lines of Communication Open
Make your team feel heard. Give them the opportunity to ask questions, make suggestions, implement their own ideas, lead more projects. This motivates them to take initiative and want to take more responsibility. This will reflect in your staff members wanting to fulfill more guest requests, and taking more pride in what they are doing for your hotel.
Having regular check-ins and weekly sit downs with each team member is crucial. Ask them what you can do to make their jobs easier and allow feedback for you to grow as a hotelier.
In addition to that, give your hotel staff feedback on how they are performing, what their future looks like for them in the hotel. No piece of feedback should be a surprise to the team member. Regular reminders and sit-downs allows for gradual improvement and constant growth.
Keep track of the feedback given to each individual team member and hold them accountable to it. Ask them whether they feel they have improved on the given feedback and weigh in with your perspective, establish a mutual respect, to grow as a team.
Implement a Platform for Seamless Communication
Technology has come a very long way in the hospitality industry. Typical hotel operations problems are miscommunication, delays in messages, and guests not receiving the correct information.
All this confusion affects the guest experience, but can be eliminated when you implement a platform like ALICE. The use of technology can ensure your teams are accountable and empowered. Platforms, such as ALICE, can give hotel managers and owners complete visibility of the hotel operations at any given time.
Through hotel software, every hotel department can communicate in real time. For example, housekeeping is able to see what rooms need to be cleaned and can mark them completed when they are done. This allows the front desk to immediately see which rooms are available for guests who might need an early check in.
Housekeeping is also able to log any maintenance issues found and the maintenance team is able to access that log, which room it was found in and is held responsible till it is completed. Guests requests can be logged into the platform and every department can access the same information.
No more confusion or miscommunication, thanks to ALICE!
"ALICE has made the communications with our Front Desk team, and F&B team seamless! The itinerary option for tours has made my job so much easier! We all love it!"
-Employee at a Resort Hotel in Anchorage, AK (Verified Review of ALICE from Hotel Tech Report)
Hold Frequent Employee Trainings to Upskill Your Team
The hotel industry is constantly learning. Whether it’s new COVID health protocols, or a new way to check-in a guest, your team should always be learning. Frequent training allows for every member of that department, or your entire hotel, to operate on the same page.
Reminding everyone of the expectations you have at your hotel allows you to hold your team responsible and for them to hold each other accountable for how the hotel operates. These workshops also give another opportunity for employees to voice their concerns and be heard by management.
Here are some other reasons regular training is so important:
- Training increases employee productivity
- Motivates each team member to go above and beyond what is expected
- Inspires workers by providing employees all needed information
- Helps each employee recognize how important their roles are to the hotel
Speed Up Issue Reporting and Response Time
Things happen. Whether it’s a light burn out, or the flapper gets hung in the commode tank. However, communicating these deficiencies quickly and effectively through a ticketing system will allow your team to act fast to solve problems. It also enables the front desk to check the status of the fix with the click of a mouse.
Whether its’ a hotel guest reporting a maintenance issue to the front desk or housekeeping noticing something, any team member makes a ticket for maintenance to react quicker than if the message was coming from different team members, then to the front desk, then to the maintenance team. With the amount of team members this message goes through, and with how busy a hotel can get, it is likely that without a ticketing system, requests will get lost increasing the response time.
Interested in learning more about ALICE? Schedule a demo to create seamless communication throughout your hotel for your entire team and to improve the guest experience!